Student Support Executive

Role & responsibilities

1. Student Communication & Support

• Act as the primary point of contact for students via email, phone, and chat.
• Resolve academic, administrative, and technical queries within defined SLAs.
• Maintain a courteous and empathetic approach while addressing student concerns.
  

2. Onboarding & Orientation

• Guide students through the onboarding process, including LMS access and documentation.
• Conduct or assist with orientation sessions to familiarize students with program structure, schedule, and resources.
  

3. Academic Coordination

• Share important academic updates, announcements, and deadlines with students.
  

4. Record & Data Management

• Maintain accurate records of student interactions and issue resolution in CRM or support systems.
• Track and update student details, academic progress, and escalation matrices.
  

5. Escalation & Issue Resolution

• Identify recurring concerns and escalate unresolved issues to relevant departments.
• Follow up on pending matters to ensure timely closure and high student satisfaction.
  

6. Engagement & Retention

• Conduct regular check-ins with students to ensure engagement and satisfaction.
• Support initiatives aimed at improving retention, completion rates, and student experience.